AccountId: 011433970860
ContactId: 1565cf6e-f1e1-4a2f-9829-8cd5739c5d9d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 97339 ms
Total Talk Time (AGENT): 52799 ms
Total Talk Time (CUSTOMER): 29489 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/1565cf6e-f1e1-4a2f-9829-8cd5739c5d9d_20250625T18:24_UTC.wav
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[AGENT][NEUTRAL] For contacting ATO, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi [PII]. I'm calling to verify outpatient hospital benefits for the facility.
[AGENT][POSITIVE] Yes, I can help with that. And with whom am I speaking, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], thank you. What's that policy number that we're looking at today?
[CUSTOMER][NEUTRAL] 01845866 M as in Mary, L as in Larry, the number 7.
[AGENT][NEUTRAL] Thank you and uh the insured's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you. Well, I'm looking that up, if I could just have a callback number please in the event that we're disconnected.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you very much. It looks like the policy went into effect on [PII]. It is active. Now, this is the secondary gap insurance. It has both in and out of hospital benefits. Is there anything else that I can help with besides eligibility?
[CUSTOMER][NEUTRAL] Um, I need to know what their benefits would be for outpatient hospital.
[AGENT][NEUTRAL] We will pick up the deductible, co-payment or co-insurance up to $1000 per pound a year for outpatient hospital services. That is just a verification of the benefits, not a guarantee of payment. It looks like [PII] has used $500 of that so far.
[AGENT][NEUTRAL] For outpatient services.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, that's the information that I needed. Thank you.
[AGENT][POSITIVE] OK, well, thank you very much for contacting ACL. You have a very good day.